Medical Assistance Coordinator

Medical Assistance Coordinator

At Zurich Cover-More, we’re proud to be one of the world’s leading travel insurance and assistance providers. Each year, we protect more than 20 million travelers worldwide, ensuring proactive care, personalised cover and specialist support. Zurich Cover-More partners with many of the world’s best‑known brands – major airlines, travel giants, top banks, credit‑card providers and large retailers – to deliver more care, more cover, for all.

Launched in December 2024, Zurich Cover-More is the global travel brand of Zurich Insurance Group, one of the world’s leading multi‑line insurers. Our family of customer‑facing brands includes trusted names such as Travel Guard, Cover‑More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely and Blue Insurance. Together, we’re redefining what it means to travel safely and with confidence.

Travel Guard is a leading travel insurance brand serving millions of leisure and business travelers worldwide. Established in 1982, we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centres across Asia, Europe and the Americas, ensuring 24/7 support to help travelers navigate unexpected circumstances. Travel Guard became part of Zurich Cover‑More in December 2024.

Our Medical Assistance Coordinators play a critical role in supporting travelers when they experience medical issues away from home. Whether it’s coordinating care, arranging prescriptions or supporting medical travel, you’ll help ensure people get the right assistance at the right time. This fast‑paced, people‑focused role demands calm communication, attention to detail and empathy.

• Take inbound calls from clients experiencing medical situations while traveling, ranging from minor concerns to urgent medical needs.
• Provide calm, clear guidance and emotional reassurance to clients and their families during stressful and unfamiliar circumstances.
• Coordinate medical services including doctor and facility referrals, prescription replacements and medically related travel arrangements.
• Liaise with medical professionals, hospitals, clinics and global assistance partners to ensure appropriate care is arranged.
• Apply critical thinking and sound judgement to assess situations and identify appropriate next steps within policy and operational guidelines.
• Manage multiple cases at once, prioritising effectively in a dynamic, fast‑paced environment.
• Accurately document case details, decisions and client interactions in case management and policy systems.
• Contribute to a consistently positive, professional and empathetic experience for every client, even in high‑pressure situations.

• High School Diploma or equivalent.
• Experience in customer service, call‑centre, healthcare coordination, travel assistance or another client‑facing role.
• Strong verbal communication skills, with the ability to explain information clearly and compassionately.
• The ability to remain calm, empathetic and professional when supporting people in distress.
• Strong organisational skills and attention to detail, with confidence documenting information accurately and thoroughly.
• The ability to multitask, prioritise competing demands and follow established processes.
• Good problem‑solving skills and the confidence to think through unfamiliar situations.
• A positive, flexible attitude and willingness to learn in a fast‑paced environment.
• Medical terminology, healthcare exposure or multilingual skills (highly regarded, but not required).

We value optimism, caring, togetherness, results‑orientation and forward‑thinking. With more than 3,000 employees worldwide, we’re a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer‑service and corporate‑services professionals, all sharing a global purpose to look after travelers at every step of their journey.

Our hybrid approach ensures you can maintain work‑life balance with the flexibility of 3 days in the office and 2…